This document presents a project from Team 4 at Hyper Island for their client, the UK Post Office. The team conducted research including store observations and expert discussions. They found that queues start before the counter as customers have unanswered questions. Their solution is to bring in-store expertise, human touch, and care to an app. The app will allow customers to prepare, locate the nearest branch and queue times, and get live queue updates and assistance. This aims to address customer needs before they arrive, improving the in-store experience. Computer vision will also track customer movement in stores to help optimize performance.

1. Hyper ISl and, Tream 4
Client: Post Office, UK
SMALL THINGS
DONE WELL
Dare, UK
Team 4
A Hyper Island
Project Assignment

2. Hyper ISl and, Tream 4
Client: Post Office, UK
Contents
Background
Task
Research
Insights
Technology
Human Touch
Solution
Future Steps

3. Hyper ISl and, Tream 4
Client: Post Office, UK

4. Hyper ISl and, Tream 4
Client: Post Office, UK
Challenge
“
MORE THAN
50%
OF THE NATION
THINK WE ARE AN
EFFORT
TO DEAL WITH
“

5. Hyper ISl and, Tream 4
Client: Post Office, UK
Challenge
You say:
Handled with care.

6. Hyper ISl and, Tream 4
Client: Post Office, UK
Challenge
You say:
Handled with care.
We do: Handle with care

7. Hyper ISl and, Tream 4
Client: Post Office, UK

8. Hyper ISl and, Tream 4
Client: Post Office, UK
APPROACH
In-store
Observation
Reports, Psychology
& Research
Expert Sparring

9. Hyper ISl and, Tream 4
Client: Post Office, UK
APPROACH
Where can we have
the most impact?

10. Hyper ISl and, Tream 4
Client: Post Office, UK
APPROACH
Where can we have
the most impact?
Flagship - Crown - Local

11. Hyper ISl and, Tream 4
Client: Post Office, UK
APPROACH
People queue up because they
have unanswered questions.

12. Hyper ISl and, Tream 4
Client: Post Office, UK
APPROACH
INSIGHT:
The queue doesn’t end at
the counter, it starts there.

13. Hyper ISl and, Tream 4
Client: Post Office, UK

14. Hyper ISl and, Tream 4
Client: Post Office, UK
Strategy
Bring in-store expertise out of store.
Bring in-store human touch out of store.
Bring in-store care out of store.

15. Hyper ISl and, Tream 4
Client: Post Office, UK
Strategy
Smartphone Penetration, UK
45%
69%
Everyone
18-44

16. Hyper ISl and, Tream 4
Client: Post Office, UK
Strategy
To make sure we meet real human needs,
both practical and emotional, before
people arrive at the counter.

17. Hyper ISl and, Tream 4
Client: Post Office, UK
APPROACH
Human touch through
Technology

18. Hyper ISl and, Tream 4
Client: Post Office, UK

19. Hyper ISl and, Tream 4
Client: Post Office, UK
Solution

20. Hyper ISl and, Tream 4
Client: Post Office, UK
Solution
REVIEW THE CURRENT APP:

21. Hyper ISl and, Tream 4
Client: Post Office, UK
Solution
PREPARE
1. Determines type of parcel.
2. Shows information about different types of services
3. Gives you a price quote
LOCATE
1. Locates your closest branch based on position or search
2. Determines average queue time
3. Displays real-time queue

22. Hyper ISl and, Tream 4
Client: Post Office, UK
Solution
QUEUE
Camera connects to a counting unit which has a
98% accuracy. Detecting and recording entries,
exits, queues and waiting times.

23. Hyper ISl and, Tream 4
Client: Post Office, UK
Solution

24. Hyper ISl and, Tream 4
Client: Post Office, UK
Solution

25. Hyper ISl and, Tream 4
Client: Post Office, UK
Solution

26. Hyper ISl and, Tream 4
Client: Post Office, UK
Solution

27. Hyper ISl and, Tream 4
Client: Post Office, UK
Solution

28. Hyper ISl and, Tream 4
Client: Post Office, UK
Solution

29. Hyper ISl and, Tream 4
Client: Post Office, UK
Solution

30. Hyper ISl and, Tream 4
Client: Post Office, UK
Solution

31. Hyper ISl and, Tream 4
Client: Post Office, UK
Solution

32. Hyper ISl and, Tream 4
Client: Post Office, UK
Solution

33. Hyper ISl and, Tream 4
Client: Post Office, UK
Solution

34. Hyper ISl and, Tream 4
Client: Post Office, UK
Solution

35. Hyper ISl and, Tream 4
Client: Post Office, UK
Solution

36. Hyper ISl and, Tream 4
Client: Post Office, UK
Strategy
See where people move around in the store
Lets you compare the performances of different stores
Gathers data which will help you make
continuous improvements

37. Hyper ISl and, Tream 4
Client: Post Office, UK
THANK YOU
ERIK, BEN, PRISCILA, ALASDAIR, MARCO